Device Technical Support
Every single mobile device is different and each one needs to be tested to provide forensic support. We hold an original of each device we support. At our HQ in Stockholm we have thousands of different mobile phones, tablets and GPS devices. This means that whenever you have a support issue, we can access the same device and run comparison tests to provide the best possible support.
XRY Help Files
We provide a help file for every single device we support. Our Device Manual provides detailed information on precisely what can and cannot be recovered from each device. This unique and incredibly valuable time saving device, gives you immediate access to our expertise. Knowing in advance and being able to advise what you can and cannot recover from a device gives you the critical advantage.
All new equipment supplied by MSAB is covered by a 24 month warranty and in addition provided you maintain your software license without interruption then we undertake to provide a warranty on all MSAB hardware indefinitely.
MSAB Customer Forum
We encourage customers to share information. Please don’t forget that you can also get often get assistance by sharing your support issues with other users on our Customer Forum: https://forum.msab.com
Making Contact with MSAB
Technical Support is available by email 24-hours a day. We recommend you send a copy of your XRY log file with your query where possible. Please always include your XRY license number in any contact.
Head Office Hours (Central European Time / UTC +1) Monday-Thursday 8am-5pm & Friday 8am-4pm
+46 8739 0270
Support Office Hours (Eastern Time / UTC -5) Monday – Friday 8 am – 5 pm
+1 703 750 0162
Please use the following email addresses
- Technical assistance – firstname.lastname@example.org
- Account information – email@example.com
- Training information – firstname.lastname@example.org
- License Renewal – email@example.com
- General enquiry – firstname.lastname@example.org
Please ensure you give us the following
- License Number & software version
- Your OS version and service pack
- The connection type (Cable, Bluetooth)
- Phone model you are trying to examine
- The details of any error message